Multi-Channel Approach

These communication channels did not allow the support team for a seamless customer journey

One of Singapore’s oldest and most established charity provide home healthcare services via different support channels: voice, fax, mail.. However, these communication channels did not allow the support team for a seamless customer journey. In order for them to effectively provide the best patient support, they understand the need to keep up with the technology to help them better at work.

They sought a robust and customizable VoIP and Contact Centre Solutions that can be the common platform to manage different modes of communication- including calls, voicemails, text messages and emails within the organisation and their patients.

Our Solutions

With over 19 years’ experience working on similar projects, Activeo was appointed to deliver the solution of their transformation strategy. To kick-start the project, our consulting team went in to conduct an assessment and observation of their operations, pain-points and the opportunities they can consider to improve their agents’ performance and patient experience in the journey.

After reviewing their case, we proposed a solution based on Unified Communications and Contract Centre, comprising of multiple channel support including voice, chat, email and text message (SMS). The solution was implemented by our engineer team. The solution has assure to keep up with the organisation flexibility, adaptability and performance, With an omni-channel approach, agents can react intelligently to patients ‘call/message with a history of the previous interaction or even to reach out to the patient proactively for emergency cases.

The newly implemented solution also consist of Interactive Voice Response (IVR). Our consulting team shared with the organisation the best practices from other contact centres as a reference to help them build their routing options to achieve first contact resolution. Our consultants have experience transforming contact centre and driving customer experience improvement. 

Results

The new platform has upgraded their customer support capability allowing organisation to provide a consistent customer experience across channels. Apart from the implementation of the technology, the organisation are able to understand better customer service standards. As a result, organisation has received feedback that the support team are able to handle the enquiries efficiently and their patients have received better service.

Connecting the dots together
A consistent omni-channel experience not only comprises of the technology portion, a combination of knowledge, skillsets across the support team is equally important to improve customer service and deliver better customer experience. You can get more out of your technology investment with us.